GENIC Store Policy

GENIC is a design-led brand based in Los Angeles, building tools to interact with memory. The policies below help us stay sustainable, transparent, and able to keep building. Please review before purchasing.

Returns & Exchanges

You may request a return or exchange within 7 days of delivery. The return must be initiated within that window and the item must be shipped back to us within 7 days of return approval.

The Golden Rule

To be eligible for a standard return, the product must be:

  • Unopened, with the factory seal and original packaging fully intact. Once the vacuum seal or shrink-wrap is broken, the product is no longer eligible for a standard return.
  • Free from any signs of use, wear, or damage.
  • Returned with all original components, accessories, manuals, and packaging.

Defective Product Exception

If your Capsule arrives broken, defective, or fails to power on, we want to make it right — even if you've opened it.

Email us at customer@genic.film within 7 days of delivery with:

  • Your order number
  • Clear photos and/or a short video showing the issue
  • A brief description of the problem

If the defect is confirmed, we'll cover return shipping and offer a replacement, refund, or alternate resolution.

Eligible for Refund to Original Payment Method

Refunds to the original payment method are reserved for:

  • Full-price, non-discounted items purchased directly through genic.film
  • Items purchased with a first-time welcome code (if applicable)

Original shipping charges are non-refundable. Customers are responsible for return shipping unless the product is confirmed defective.

Eligible for Store Credit Only

The following are eligible for store credit only:

  • Items purchased with a discount or promotional code
  • Items purchased during a seasonal sale or markdown (under 30% off)
  • Pre-order purchases
  • Exchanges where the requested replacement is no longer available

Final Sale (Not Eligible)

We cannot accept returns or exchanges on:

  • Items purchased at 30% off or more
  • Any item explicitly marked "Final Sale"
  • Items where the factory seal has been broken (except in cases of confirmed defect)
  • Items showing signs of use, wear, or damage
  • Accessories, straps, lanyards, and other small parts
  • Memory cards or storage components once opened
  • Gift cards and store credit

Fees

Returns and exchanges are subject to:

  • The cost of return shipping (paid by the customer, unless the item is confirmed defective)
  • Original shipping charges, which are non-refundable

Processing Timeline

Once your return arrives at our warehouse, please allow 5–7 business days for inspection. Approved refunds typically post to your original payment method within 5–10 business days, depending on your bank.

If your return does not pass inspection — for example, the factory seal was broken on a non-defective unit, or the product shows signs of use — we'll reach out. You may request the item shipped back to you at your expense within 30 days of the rejection notice. Unclaimed items after 30 days will be responsibly disposed of.

Shipping & Delivery

  • Free U.S. shipping on orders $55+
  • Orders ship within 3–7 business days, Monday–Friday
  • Orders are not processed on weekends or U.S. holidays
  • You'll receive a tracking link via email once your order ships

Risk of Loss (UCC § 2-509)

Once GENIC hands your package to the carrier (USPS, UPS, or FedEx) and it has been scanned in, the carrier is responsible for delivery.

GENIC is not liable for lost or stolen packages where package protection was not purchased.

FTC Shipping Timing (16 CFR § 435)

We ship within the timeframe stated on our site, or within 30 days if no specific window is stated. If there's a delay, we'll notify you and offer the option to cancel for a full refund.

Missing or Stolen Packages

If your package is marked "Delivered" but you cannot locate it:

  1. Check with neighbors, building staff, or your mailroom
  2. Contact the carrier to file a claim
  3. We're happy to provide any documentation the carrier requests

Under UCC § 2-509 and § 2-510, once a package is marked delivered, our delivery obligation is complete. We cannot refund, replace, or reship delivered packages without package protection.

If tracking stalls or there's no delivery scan, please contact the carrier to open a "lost package" investigation. We'll help with documentation.

Undeliverable Packages

Packages returned due to incorrect addresses, refusal, or non-collection will require the customer to cover re-shipping costs. Original shipping charges are non-refundable.

Damaged or Defective Capsules

We're sorry if your Capsule arrived in less-than-perfect condition. Each unit is inspected before shipping, but defects can occasionally slip through.

If your Capsule arrives damaged, defective, or non-functional, email customer@genic.film within 7 days of delivery with:

  • Your order number
  • Clear photos and/or a short video of the issue
  • A brief description of the problem

If the defect is confirmed, we'll cover return shipping and offer a replacement, refund, or alternate resolution.

What's Not Covered

GENIC's defect coverage applies to manufacturing defects identified within 7 days of delivery. It does not cover:

  • Damage from drops, impacts, water exposure, or improper use
  • Cosmetic wear from normal use (scratches, scuffs, fading)
  • Damage from unauthorized modification, repair, or disassembly
  • Loss or theft of the device
  • Issues reported beyond the 7-day window

Nothing in this policy limits any non-waivable consumer rights you may have under applicable state or federal law, including implied warranties under California's Song-Beverly Consumer Warranty Act.

International Orders

Currently, GENIC ships within the United States only.

Other regions: please email customer@genic.film for case-by-case inquiries. International customers are responsible for any duties, taxes, or customs fees imposed by their country.

Legal Summary

A few governing frameworks shape this policy:

  • Risk of Loss (UCC § 2-509 & § 2-319): Once we hand the package to the carrier, the carrier is responsible.
  • Breach Exception (UCC § 2-510): If we ship the wrong or defective item, the risk stays with us until it's resolved.
  • Modifying Rules by Agreement (UCC § 1-302): Default rules can only be modified by written agreement.
  • Shipment Timing (FTC 16 CFR Part 435): We ship within the timeframe stated, or within 30 days; otherwise we notify you and offer a refund.
  • California Buyers (Song-Beverly Consumer Warranty Act): California-specific implied warranty protections apply automatically and cannot be waived.

Contact

Email: customer@genic.film
Hours: Monday–Friday, 10 AM – 5 PM PST

We'll respond as soon as we're able. Thanks for being part of GENIC.

This policy applies to U.S. customers purchasing through genic.film. GENIC reserves the right to update this policy; the version in effect on the date of your purchase governs your order.